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Former Member

Follow up transaction pop up is not showing for IR

HI Experts,

Please could you help on this below issue:

We are creating follow up activity for Interaction record.

I am able to see my follow up transactions in  Transaction Type drop down in IR but when I select my Activity and click on "Create Follow-up" button,

there is no pop up screen and it is not directing to Activity creation screen but it is displaying "Follow-up transaction was created".

I have done copy control between my IR and Activity but it is not bringing me to Follow up activity screen.

Thanks

Madhu

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2 Answers

  • Best Answer
    Oct 22, 2015 at 08:26 AM

    Hi Madhu,

    I agree with Bruce. However, I also had customers that would like to spare 'one click' to their agents and navigate automatically to the created followup document.

    If this is your scenario requirement also, you can check the following thread as a starting point to your enhancement, or give it a try with Intent Driven Interaction configuration (not sure).

    Kind regards,

    Garcia

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    • Former Member Former Member

      Thank you all for your valuable usggestions.

      I have added Activity in Activity clipboard that fixed my problem.

      Activity is now showing up in Activity clip board when I click on "Create Follow-up"  button.

      Thanks

      Madhu

  • Oct 22, 2015 at 12:54 AM

    Hi  Madhu,

    This is the correct standard behavior. This aims to increase IC Agents's woking efficiency. So during the interaction like phone call conversation with customer, IC Agents can decide to maintain the
    follow up right now immediately or afterwards.

    If you want to edit the followup immediately, you can click the follow up documents entry from

    activity clipboard on right side. After you click create "follow-up button", the follow up documents
    will be collected in activity clipboard.

    Best Regards,

    Bruce

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    • Former Member

      Thanks Bruce for your helpful answer.

      When I am trying to create a Activity as follow up for IR, I am getting a message that"Follow-up Transaction created" message is showing but Activity clipboard is not displaying with my Activity.

      I have done copy control between IR and Activity.

      Please could you let me know, is there any setting I am missing.

      Thanks

      Madhu